Customer Fulfillment Professional RESUME NC - Hire IT People

Qualifications Summary

A team-oriented, Customer Fulfillment professional experienced in managing customer accounts with complex contracts requiring attention-to-detail, flexibility, and strong negotiation and organizational skills. Demonstrated success in operational measurements, business controls, customer satisfaction, quality programs, training and mentoring, and project management. Ability to manage confidentiality agreements and create proposals for internal and external customers leading to contract renewals or new business opportunities.

Customer Handling International Solution (CHIS)

Inventory & Billing

System Pricing

Pricing Terms & Conditions

Brio

E-Bid & Special Bids

Pricing Discounts

Contract Preparation & Negotiation

Project Management

Quality Control

Professional Experience

Confidential,
– Research Triangle Park, NC 2000 to 2009
Customer Fulfillment Professional (2003 to 2009)
Created, processed and validated maintenance updates, renewal contracts, and billing for medium and large accounts (each account totaling $500,000 to $1 million per year) in the manufacturing and processing sector.

Processed hardware inventory and software maintenance updates and renewals for established contracts (Bayer, Chrysler, Enterprise Car Rental, and Nestle) by understanding each contract’s terms and conditions to meet customer and company expectations.

Created proposals within 24 hours for marketing to present to customers using system pricing and terms & conditions systems ensuring accuracy of cost and verbiage on documents saving time and money.

Validated pricing of agreements and discounts using Customer Handling International Solution (CHIS) after all signatures were obtained to minimize time delays and revisions.

Obtained approvals for retro contract signature, retro billing of agreement, and legal changes on contracts to be in compliance of business conduct guidelines and avoid questions of unethical practices decreasing pricing mistakes and missing documentation.

Submitted hardware maintenance contract information to quality control for compliance and registered first year contracts over $25,000 guaranteeing internal contract guidelines were met and addressed transactional concerns from auditors.

Audited billing to ensure invoiced pricing matched customer’s agreed upon dollar amount minimizing payment delays.

Maintenance Fulfillment Specialist (2000 to 2003)
Administered first-year hardware maintenance contracts totaling $200,000 to $500,000 a year and processed the correct discount amount ensuring alignment to the agreed upon customer pricing and maintaining customer satisfaction.

Registered high dollar contracts for the Northeast Region (Verizon, Prudential, and Travelers), and smaller contracts for the Southern Region (Mastercraft, Burlington Textiles, and Robert Bosch) ensuring customer\'s hardware inventory remained updated in CHIS to facilitate accurate warranty and maintenance coverage.

Tracked customer\'s eligible machines in inventory for needed maintenance service in CHIS and validated invoices created during the agreement period to minimize client issues.

Confidential,
Raleigh, NC 1997 to 1999
Customer Support Representative

Processed customer requests via hardware inventory of the maintenance contracts database which acquires and stores internal and external clients’ petitions to disseminate to the correct representative and guaranteed a punctual response to customer.

Facilitated customer\'s calls to Entitlement Department to have maintenance service rendered on machines that are not on client\'s contract by verifying customer\'s records in the database.

Met all of the company\'s measurements in processing customer\'s requests and sustained high customer satisfaction.

Education & Training

Technical Communications Program
Duke University Continuing Education
August 2009 – Present

Bachelor’s Degree in Communications Studies
University of North Carolina at Wilmington – Wilmington, NC

Professional Development
Maintenance Process Accreditation
Foundations of Leadership ª Effective Decision-Making
CHIS ª CHIS Level 1 Query Management Facility
PowerPoint and BRIO ªPersonal Development

Professional Organizations
The Carolina Chapter of Society for Technical Communications. Serve as a competition judge. Assist in editing the organization’s website.

Technical Proficiencies

Word Pro ªMicrosoft Word ªExcel ªLotus Notes ªLotus SmartSuite ªLotus 1-2-3

Outlook ªCover MA

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Customer Fulfillment Professional Resume

NC

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